Last updated: July 17, 2026
This Returns & Refund Policy explains the terms on which Helixa Biotech accepts returns and issues refunds. It forms part of our Terms & Compliance. By placing an order, you agree to this policy.
1. All sales are final
Every product we supply is a reference material sold strictly for in‑vitro laboratory research (Research Use Only). Because these are sensitive materials whose handling, storage, and cold‑chain integrity cannot be verified once they leave our facility, we do not accept returns or exchanges of any shipped product, and all sales are final — whether or not a vial has been opened.
This is a safety and quality measure: research materials that have been outside our controlled conditions cannot be re‑verified or resold, and no product is returned to inventory once it has shipped.
2. Damaged, defective, or incorrect orders
We stand behind what we ship. If your order arrives damaged in transit, defective, or is not the item you ordered, contact us at support@hbpeptide.is within 48 hours of delivery with:
- your order number,
- a clear description of the problem, and
- photographs of the item, its labelling, and any damaged packaging.
Once we verify the issue, we will send a free replacement or, where a replacement is not possible, issue a refund. You do not need to return the affected item unless we specifically ask you to.
3. Lost or undelivered shipments
If tracking shows your order was not delivered, or it does not arrive within a reasonable time, email support@hbpeptide.is with your order number. We will investigate with the carrier and, for shipments confirmed lost, arrange a replacement or refund.
4. Cancelling an order
You may cancel an order for a full refund at any time before it is dispatched. Once an order has shipped it cannot be cancelled, and the “all sales are final” terms above apply.
5. How refunds are issued
Approved refunds are returned by the same method used to pay:
- Interac e‑Transfer — refunded to the address the payment was sent from.
- Cryptocurrency — refunded in the same coin to the wallet the payment was sent from. Because crypto values change, refunds are based on the Canadian‑dollar value of your order at the time it was placed.
We aim to process approved refunds within 5 business days. Bank or blockchain processing times may affect when the funds appear.
6. How to reach us
For anything relating to a return, replacement, or refund, contact support@hbpeptide.is with your order number and we will respond promptly.
7. Your statutory rights
Nothing in this policy limits any rights you may have under applicable consumer‑protection law, including for products that are defective or not as described. Those rights apply in addition to the remedies set out above.
Helixa Biotech supplies research materials for laboratory use only. Products are not for human or animal consumption and are not drugs, foods, supplements, or medical devices.